Nedbank Credit Card incompetency

I have SAA premier card with Nedbank. I noticed 3 Uber eats unauthorized transactions on my account and after several failed attempts to get Nedbank on the phone; I got on my APP and raised my concerns. Every one from online kept pushing the blame telling me it is not part of their work. I found this incredibly frustrating that no one was prepared to help. Or get someone who should to do so. Since then; I’ve spent more than 90 seconds on the phone with Nedbank employees; the phone would either get cut and no one calls back; no one gives their details so that you don’t follow through with them and no one makes a commitment to resolve and confirm turnaround time and revert back. I gave Nedbank 20 minutes this morning to resolve my query online and I received feedback that the refund has been made. But my account has been blocked; which is causing me inconvenience. I’ve sent several additional requests to Nedbank and no one is responding. How does an institution become this disabled by such revolting incompetence of people in the front line? I need a reconciliation of what has been refunded and the account enabled immediately. If new cards are to be ordered, why is that not being done and communicated to me?